Aderant is seeking a Manager of Product Support.

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.

At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward. Our people are our strength.

We are seeking an experienced and dynamic Manager of Product Support to oversee our product support operations. In this role, you will be responsible for managing the support team, developing support strategies, and ensuring our customers receive prompt and effective assistance. You will work closely with various departments to resolve issues, improve support processes, and enhance the overall customer experience.

• Proven experience as a Product Support Manager or in a similar role.
• Strong knowledge of support best practices and methodologies.
• Excellent leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Proficiency in using support ticketing systems and customer support software.
• Bachelor’s degree in Business, Information Technology, or a related field.

• Lead and manage the product support team, providing mentorship, guidance, and support.
• Develop and implement support strategies, policies, and procedures to ensure efficient and effective customer support.
• Monitor and analyze support metrics to identify trends, issues, and areas for improvement.
• Collaborate with product management, engineering, and other departments to resolve customer issues and provide feedback for product improvements.
• Ensure timely and accurate responses to customer inquiries through various support channels (phone, email, chat, etc.).
• Manage and escalate critical support cases as needed to ensure quick resolution.
• Conduct regular training and development sessions for the support team to enhance their skills and knowledge.
• Develop and maintain a knowledge base of common issues and solutions to improve support efficiency.
• Stay up-to-date with product changes and updates to provide accurate support to customers.
• Foster a customer-centric culture within the support team and across the organization.
• Manage support team schedules, resources, and budgets effectively.